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Technical Support Team Lead
1 month ago
Company Overview
">Ideal Personnel & Recruitment Solutions Limited is seeking an experienced IT Helpdesk Manager to join their team. The successful candidate will be responsible for leading and overseeing the IT helpdesk team, ensuring efficient and effective technical support to internal customers.
Job Description
">The IT Helpdesk Manager will be responsible for managing the daily operations of the IT helpdesk, troubleshooting complex issues, and maintaining high levels of customer satisfaction. Key responsibilities include:
- Team Leadership: Supervising and mentoring the IT helpdesk team, providing guidance, support and training.
- Ticket Administration: Responsible for monitoring and managing the helpdesk ticketing system, ensuring timely resolution of issues in accordance with the firm's service level agreement (SLA).
- Policy Development: To develop and implement helpdesk policies, procedures, and best practices which align to the ITIL framework.
- Performance Analysis: To produce and analyse a report on helpdesk performance metrics each month.
- Inter-Team Collaboration: To coordinate with other IT Teams to ensure seamless support.
- Schedule Management: Manage and maintain the support team rota to ensure that the IT Helpdesk is available between 7am and 6pm.
- Asset Management: Responsible for the maintenance of the firm's hardware and software inventories.
- System Monitoring: Monitoring the backup systems and, where necessary, escalating any issues with the Infrastructure team.
- Project Involvement: Be actively involved, as a Subject Matter Expert, in all relevant projects, providing regular reports regarding the project status, activities, and achievements to the IT Director.
- Process Enhancement: To research and recommend changes which will improve overall on-going performance of the IT systems and processes.
- Quality Assurance: Contribute to the policing of IT quality standards and IT Policies throughout the firm.
Requirements
">To be successful in this role, you will need:
- Technical Skills: Knowledge/understanding of IT packages such as Microsoft Office, Microsoft Windows, etc.
- Systems Awareness: Knowledge/understanding of IT and audio visual systems including, but not limited to, computers, laptops, servers, and mobile devices.
- Professional Ambition: Must demonstrate a desire to pursue a career in IT.
- Personal Qualities: Proactive, flexible and resilient.
Estimated Salary: £42,000 - £58,000 per annum
